On the hierarchical nature of means–end relationships in laddering data

Rekom, Johan van; Wierenga, Berend

doi:10.1016/j.jbusres.2006.10.004

Cited by 51 publications

(28 citation statements)

References 14 publications

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“…Laddering is a valuable method especially for the exploratory stages of research projects (van Rekom and Wierenga, 2007). The technique has been used widely, originally for brand or product positioning issues (Gutman, 1982;Olson and Reynolds, 1983), and recently in research areas such as sales management (Deeter-Schmelz et al, 2008), services marketing 2009ab), higher education services (Voss et al, 2007), business-tobusiness marketing (Henneberg et al, 2009), health services (Gruber and Frugone, 2011), and ethical clothing consumption (Jaegel et al, 2012).…”

Section: Methodology -Using Laddering To Investigate Satisfying Servimentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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Abstract:The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted.The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.

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Section: Methodology -Using Laddering To Investigate Satisfying Servimentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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“…One of the consequences of doing this is that the hierarchy assumption, which assumes a hierarchical ordering of the different categories in terms of abstractness, is dropped, and that the presence or absence of hierarchy in a meaning network becomes an empirical matter. Van Rekom and Wierenga (2007) have investigated this hierarchy assumption in meansend theory, and for the cases they studied the hierarchy assumption had to be rejected. Moreover, as Cohen and Warlop (2001) have argued, in many research situations one does not have to assume hierarchy in means-end relations at all in order to achieve meaningful and relevant answers to research questions.…”

Section: Analysis Methodsmentioning

confidence: 99%

“…Moreover, as suggested by ValetteFlorence and Rapacchi (1991), the paper-and-pencil method can lead to various omissions and errors. In addition, Van Rekom and Wierenga (2007) have recently shown that meaning structures are not necessarily hierarchical in nature, and that for non-hierarchical meaning structures a network representation is more appropriate. Up to now we have only presented meaning networks of separate housing features.…”

Section: Some New Developmentsmentioning

confidence: 99%

The Measurement and Analysis of Housing Preference and Choice

Jansen¹,

Coolen²,

Goetgeluk³

2011

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“…Such an inexpensive and fast data collection method is a valuable research method especially for the exploratory stages of research projects (Van Rekom and Wierenga, 2007). Given the exploratory character of the study, the findings are tentative in nature and cannot be generalised.…”

Section: Conclusion Implications and Further Researchmentioning

confidence: 99%

Complaint resolution management expectations in an asymmetric business‐to‐business context

Gruber

Henneberg

Ashnai

et al. 2010

Journal of Business &Amp; Industrial Marketing

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PurposeThe purpose of this paper is to gain a deeper understanding of the attributes of effective complaint management in business‐to‐business relationships, and to reveal the underlying benefits that buying organizations are looking for when complaining.Design/methodology/approachA semi‐standardized qualitative technique called laddering was applied successfully to an online environment with 22 representatives of companies in the manufacturing industry participating.FindingsThe resulting hierarchical value map displays 13 attributes which exemplify the complaint resolution management expectations. A total of 14 constructs represent consequences of such resolution activities, while four constructs can be interpreted as values. Take “Quick action” is the most important of the expected attributes and behaviours of complaint resolution management. Four consequences seem to dominate the assessment: Financial benefits, Prevention of future problems, Solution, and Effective resolution handling. “Maintain supplier relationships” appears as a dominant value in the perceptions of respondents, with half of them mentioning this as an end.Research limitations/implicationsOwing to the exploratory nature of the study in general and the scope and size of its sample in particular, the findings are tentative in nature. The study involved a group of representatives of large UK manufacturing companies with complaint handling responsibilities and so the results cannot be generalised.Originality/valueThe findings enrich the existing limited stock of knowledge on complaint management in business relationships by developing a deeper understanding of the attributes that complaining customer companies desire from suppliers, as well as the underlying business logic (i.e. values) for these expectations. The quality of the results also suggests that the laddering questionnaire technique can be transferred effectively to an online environment.

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On the hierarchical nature of means–end relationships in laddering data

Cited by 51 publications

References 14 publications

Understanding satisfying service encounters in retail banking - a dyadic perspective

Understanding satisfying service encounters in retail banking - a dyadic perspective

The Measurement and Analysis of Housing Preference and Choice

Complaint resolution management expectations in an asymmetric business‐to‐business context

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